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Article 1. To standardize the complaint management, enhance the quality of trading services, maintain trading order, and protect the lawful rights and interests of all trading parties, Beijing Iron Ore Trading Center Corporation (hereinafter referred to as “COREX”) has formulated these Measures in accordance with the “Measures for the Administration of Trading Venues in Beijing” and other relevant policies and regulations.

Article 2. The term "complaints" as used in these Measures refers to complaints regarding COREX's trading services and the conduct of trading parties.

Article 3. COREX provides complaint channels, including a complaint hotline and complaint email, which are published on its official website.

Article 4. Complaints concerning COREX's trading services shall be handled by COREX in accordance with relevant laws, regulations, and management regulations.

Article 5. Complaints concerning the trading conduct of trading parties shall be handled by COREX in accordance with relevant laws, regulations, and trading regulations.

Article 6. COREX's complaint handling process includes:

1. Accurately recording the complaint details, including but not limited to: the complainant's name, gender, contact information, organization name, the respondent's name (or entity name), the subject of complaint, reasons for the complaint, and specific requests.

2. Investigating the complaint through methods including but not limited to inquiries, interviews, and requests for written documents.

3. Providing periodic feedback to the complainant on the investigation progress, proposed handling measures, and final results.

4. Analyzing and summarizing the complaint and conducting a follow-up communication with the complainant.

Article 7. COREX reserves the right to interpret and revise these Measures.

Article 8. Both Chinese and English versions are valid. In case of any inconsistency, the Chinese version shall prevail.

交易投訴管理辦法

第一條 為規范北京鐵礦石交易中心股份有限公司（以下簡稱“北鐵中心”）投訴管理工作，提高交易服務質量，維護交易秩序，保護交易各方的合法權益，根據《北京市交易場所管理辦法》等政策法規，北鐵中心制定本辦法。

第二條 本辦法所稱投訴是指對北鐵中心交易服務、交易方交易行為等方面的投訴。

第三條 北鐵中心設有投訴電話、投訴郵箱等投訴渠道并公示于官方網站。

第四條 針對北鐵中心交易服務的投訴，北鐵中心依據法律法規、管理制度進行處理。

第五條 針對交易方交易行為的投訴，北鐵中心依據法律法規、交易規則進行處理。

第六條 北鐵中心投訴處理流程：

（一）準確記錄投訴內容，包括但不限于：投訴方姓名、性別、聯系電話、單位名稱、被投訴方姓名（或名稱）、投訴事項、投訴原因、訴求等。

（二）根據投訴內容進行調查，調查方式包括但不限于詢問、約談、要求提交書面文件等。

（三）階段性向投訴方反饋調查進展、處理意見、處理結果。

（四）對投訴進行分析總結并回訪投訴方。

    第七條 本辦法由北鐵中心負責解釋和修訂。